How Sales Teams Can Break from the Insanity
Why Sales Teams Get Stuck & What You can Do About It: Albert Einstein is known for saying insanity is doing the same thing but expecting a different result. So, why are we doing the same things we tried last year that didn’t deliver? Sales teams can be...
Are You Stuck in the Past?
The Old Way of Selling Doesn't Work… Let’s be real here. There’s a lot about the traditional methods of selling plans that is clunky, inefficient, and often full of errors. If your team is relying on a “CTRL + F” approach to piece-mealing information together, your...
Make or Miss Your Sales Numbers?
At certain points in the year, people start pointing fingers, especially when sales numbers aren’t hitting where you’d hoped. For any healthcare sales team, you are always looking to elevate your sales game and avoid the finger-pointing that ensues when numbers are...
The Calm Before the Storm: Customer Service in Healthcare
Real talk here… We all know what’s coming after the new year, and at the end of the year, call centers are experiencing the calm before the storm. We all know the influx is about to come in just a few short weeks where customers have questions…and LOTS of them..The...
Is Your Customer Service Team Ready for January 1?
Faster, More Efficient Service Calls Aren’t Just a Dream! The Problem: Massive influx of service calls your team may not be prepared to manage. The Solution: ServiceSense The rumblings are all off in the distance. Right now, call centers are all focused on...
Are Your Sales Numbers Lagging Behind?
Trending or Trailing in Your Sales Targets? By late November/early December, most sales leaders know whether or not they’re on track to meet sales targets. Those doing well, we salute you! It’s a great feeling to have. Of course, we also know sales teams don’t...
Do People Actually Understand Their Coverage? [The Answer May Surprise You]
Most Americans are Happy with Their Health Insurance, Though Most Don’t Fully Understand It. More than three-quarters of respondents in a Forbes Advisor Survey couldn’t identify the word coinsurance, and nearly half incorrectly defined copayment and deductible – and...
Transparency in Coverage: Veterans in Transparency
Transparency may be relatively new to the industry with the Transparency in Coverage rule, but our team has been working on transparency since the company’s inception. Transparency is at the core of our product offering. What makes our solutions different...
Artificial Intelligence: The Secret Sauce for Improving Medicare Member Satisfaction and CAHPS Scores
The Centers for Medicare and Medicaid Services (CMS) has announced that Medicare Advantage (MA) Star measures are shifting and will be heavily weighted toward member experience. For 2021-2023, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey...
Chatbots vs. AI-Powered Agents: What’s The Smartest Choice for Healthcare Member Engagement?
In many industries, every time we land on a website, there’s a tiny chatbot in the lower right corner that asks, “Can I help you with something?” Technology-enabled customer service tools can be helpful for engaging with members – but only when they’re designed to...
Still Using CTRL F to Find Answers?
Did you know that many customer service representatives search between 10+ different windows, trying to find the right answer to a benefit question when they’re on the phone with a member? What the "F"? Using “CTRL + F” to search through multiple documents to...
Augmenting Human Intelligence
As technology has progressed through the centuries, more and more tasks have been automated—that is, more work that previously was performed by humans is now being performed by machines. We’ve had such success in this endeavor that we often take it for granted, but...